CoreSite selects ServiceNow to automate customer life cycle

CoreSite Realty Corp. (NYSE: COR) selected San Diego’s ServiceNow (NYSE: NOW), a provider of cloud-based services to automate enterprise IT operations, as a key component of a technology transformation initiative to enhance its customer-facing and support systems.

CoreSite will use ServiceNow to automate business processes involved in the customer life cycle from quote-to-cash and throughout the ongoing support phase of its customer relationships.

“After an exhaustive technology evaluation process, ServiceNow was the clear platform to help us automate manual business processes, integrate disparate systems, and improve overall customer experience,” said Bill Wosilius, senior vice president, Corporate Operations, CoreSite. “We expect ServiceNow will help us drive IT to the next level as a fundamental business enabler and stay ahead of market dynamics.”

ServiceNow provides customers like CoreSite the ability to use a single workflow system to integrate numerous disparate systems involved in the customer life cycle, including CRM, inventory management, and accounting/billing systems. By standardizing on the ServiceNow platform, CoreSite expects to drive workflow speed, enhance data integrity and streamline processes that currently involve multiple individual applications with a number of manual interventions. CoreSite expects to integrate ServiceNow with their customer portal, resulting in streamlined service ordering, ticketing and other functions.

“CoreSite is adopting our cloud-based services to fundamentally change the role of IT as an enabler of strategic business initiatives,” said Beth White, vice president of marketing, ServiceNow. “By integrating and automating IT processes, CoreSite expects to take the customer experience to a new level and realize increased efficiencies in its operations.”

The ServiceNow implementation will involve multiple phases, beginning with internal IT incident management and ultimately customer-facing service ordering through the customer portal. The deployment of ServiceNow is closely tied to the implementation of a new core accounting system which will be integrated with the ServiceNow platform.